HomeServe USA

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Service Desk Analyst

Service Desk Analyst

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Information Technology

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Company Information


HomeServe USA, ranked as a 2016 Top Work Place, provides emergency repair plans which are like roadside assistance for your home.  Our vision is to become the top-of-mind solution for consumers when something goes wrong in their home.  Our incredible growth is fueled by a dynamic team who values collaboration, innovation and delivering exceptional customer service, all while working in a fun and friendly environment. HomeServe USA is part of a global organization that serves millions of customers in the US, UK, France, Italy and Spain.  Come see why you should work for HomeServe USA!



Position Overview

Under the direction of the Director of IT Services, the Service Desk Support Analyst provides first level technical support.   Responsibilities include remote and face to face interactions, providing first level hardware and application support to all end users. Assists IT personnel in second-and third level support in all areas of technical operations.   This position also requires on-call responsibilities which are rotated amongst the team. 





  • Provides level one triage, and customer support for all service desk areas.
  • Provides technical support of business applications. Escalates to SME, and higher level support personnel.
  • Responsible for thoroughly documenting all service requests, incidents, problems and each customer contact in designated tools.  Issue documentation to include the issue, updates, next actions and steps taken to resolve or satisfy.
  • Assists in the identification, evaluation, tailoring and implementation of end user technology.
  • Performs basic systems security administration functions, including user account creation and file system security.
  • Installs, supports, and maintains end user computers, mobile devices and related software.
  • Interface with vendors and external providers on technical support related incidents and problems.
  • Support Systems Administrators and Network Engineers on higher level support issues and projects.
  • Possesses strong troubleshooting ability.
  • 24x7 on call rotation support coverage which includes, nights, weekends, and holidays
  • Adheres to Company standards and methodology.
  • Adheres to company confidentiality and security requirements.
  • Communicates effectively.
  • Consistently demonstrates a high level of integrity and professionalism.



  • Two or four year degree or A+, Network+, or MCSE certification
  • Minimum two year’s customer service experience troubleshooting end user technology, both hardware and applications.
  • Well-developed oral and written communication skills, specifically customer service oriented.
  • Well-developed analytical and problem solving skills
  • Experience working with proprietary software.
  • Willing to identify, own and solve problems independently and as part of a team.
  • Strives to become a self-directed, productive team member, servicing a positive agent of change.
  • Solid knowledge of end user desktop, hardware, software and mobile support. 
  • 1-2 years’ experience with Active Directory
  • Experience supporting Windows desktop computers (all versions), and Microsoft Office applications.
  • Basic data network knowledge including TCP/IP fundamentals, and LAN topology concepts.
  • Good business acumen.  Strong customer service and communication ability.  Possess a strong work ethic, and is a team player with the ability to work well independently. Must possess organization skills and have excellent verbal and written communication skills.
  • ITIL v3 Certification required



In return we offer

  • Competitive compensation
  • Career development and advancement opportunities
  • Business-casual attire throughout the week
  • Friendly, open and team oriented work atmosphere
  • Excellent benefits including generous medical, vision, dental and life & disability insurance
  • 401(k) plan with a company match


HomeServe USA is an affirmative action / equal opportunity employer.